HZ
Helena Z
1 reviews | Active since Dec 2012
19 Sept 2022, 11:12
Naked Insurance & Hollard searching for reasons for Reject Claims
I submitted a theft claim on 26 August after moving and having some guys help me out in my home with the move and packing out. Today, 19 September, this claim still has now outcome, now nearly a month later. Over the weekend I was sent a document to fill out by the Investigator which first had the incorrect dates & IMEI details on it and now I see it has no annexure so I can see what it is they want me to consent to. It seems like they are looking for reasons to reject the claim. Naked Insurance is underwritten by Hollard and Hollard although it is competitive in terms of pricing is building a reputation of searching for reasons to reject claims - not my first tango with this Company and their Investigating Teams. I am obtaining new quotes today & moving my insurance to a house that does not make me feel ******** when a ******** ****** me!
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Replies (3)
Naked Insurance's replyOfficial
20 Sept 2022, 14:03Hi Helena,
Apologies for the frustration caused. Due to the nature of your claim, our system flagged the claim for validation. We can confirm that the validation of your claim is still ongoing and we’re putting pressure on the validation team to finalise the outcome.
In case you didn’t know, our business model has been set up in a way to align our interests with those of our clients and we have no reason to make claiming difficult. Naked takes a flat fee off our clients’ monthly premiums to cover running costs and profits, and the rest of the money goes into a pot to pay out our client’s claims. After paying out claims within that year, we pay whatever’s left in the claims pot to causes that our customers choose, rather than adding it to our bottom line. That’s the Naked Difference and the reason we do not look for invalid reasons to reject claims.
Naked Insurance's reply20 Sept 2022, 14:03
Official
Hi Helena,
Apologies for the frustration caused. Due to the nature of your claim, our system flagged the claim for validation. We can confirm that the validation of your claim is still ongoing and we’re putting pressure on the validation team to finalise the outcome.
In case you didn’t know, our business model has been set up in a way to align our interests with those of our clients and we have no reason to make claiming difficult. Naked takes a flat fee off our clients’ monthly premiums to cover running costs and profits, and the rest of the money goes into a pot to pay out our client’s claims. After paying out claims within that year, we pay whatever’s left in the claims pot to causes that our customers choose, rather than adding it to our bottom line. That’s the Naked Difference and the reason we do not look for invalid reasons to reject claims.
HZ
Helena Z's updateReviewer Update
20 Sept 2022, 14:53It may be Naked's approach, but Naked is underwritten by Hollard and I was told by your validator that Hollard requested the final item that is causing the excessive delay and will not prove or disprove anything. I have had many conversations with your validator and although I understand entirely that checks and balances need to be run, I do not understand why this particular claim which is not high in value and is not complicated in any way needs to take this long.
The document that was requested is something I would have been happy to sign, however, it was not provided in full, parts were blank and Annexures were not completed so I do not know what I am signing for. I am still waiting for this very document. This is what is frustrating and although I understand that is not Naked's business model, it is the request from your underwriter, Hollard and this is not the first time that they have been unreasonable in a justifable and simple claim with me. Please send over the full document without any items blanked out & with the annexures so I can see what I am signing and consenting to, so we can get the claim finalized. Thank you.
The document that was requested is something I would have been happy to sign, however, it was not provided in full, parts were blank and Annexures were not completed so I do not know what I am signing for. I am still waiting for this very document. This is what is frustrating and although I understand that is not Naked's business model, it is the request from your underwriter, Hollard and this is not the first time that they have been unreasonable in a justifable and simple claim with me. Please send over the full document without any items blanked out & with the annexures so I can see what I am signing and consenting to, so we can get the claim finalized. Thank you.
HZ
Helena Z's update20 Sept 2022, 14:53
Reviewer Update
It may be Naked's approach, but Naked is underwritten by Hollard and I was told by your validator that Hollard requested the final item that is causing the excessive delay and will not prove or disprove anything. I have had many conversations with your validator and although I understand entirely that checks and balances need to be run, I do not understand why this particular claim which is not high in value and is not complicated in any way needs to take this long.
The document that was requested is something I would have been happy to sign, however, it was not provided in full, parts were blank and Annexures were not completed so I do not know what I am signing for. I am still waiting for this very document. This is what is frustrating and although I understand that is not Naked's business model, it is the request from your underwriter, Hollard and this is not the first time that they have been unreasonable in a justifable and simple claim with me. Please send over the full document without any items blanked out & with the annexures so I can see what I am signing and consenting to, so we can get the claim finalized. Thank you.
The document that was requested is something I would have been happy to sign, however, it was not provided in full, parts were blank and Annexures were not completed so I do not know what I am signing for. I am still waiting for this very document. This is what is frustrating and although I understand that is not Naked's business model, it is the request from your underwriter, Hollard and this is not the first time that they have been unreasonable in a justifable and simple claim with me. Please send over the full document without any items blanked out & with the annexures so I can see what I am signing and consenting to, so we can get the claim finalized. Thank you.
HZ
Helena Z's updateReviewer Update
27 Sept 2022, 13:22Today is the 27th September and now even Naked Insurance has stopped responding to me. I have requested a cancellation letter in order to move to a new insurer but still no response. At this rate I will be double insured by the 1st of October because I do not trust my insurer and I do not want to give them 1 months notice.
HZ
Helena Z's update27 Sept 2022, 13:22
Reviewer Update
Today is the 27th September and now even Naked Insurance has stopped responding to me. I have requested a cancellation letter in order to move to a new insurer but still no response. At this rate I will be double insured by the 1st of October because I do not trust my insurer and I do not want to give them 1 months notice.